Client Service Associate / Ops Controller

Job description

HSBC is the largest trade and receivable finance organisation in the world, offering a comprehensive range of forward-thinking open account supply chain and traditional trade solutions. The bank has been recognised by the industry's most prominent publications and associations for its strength in combining innovation and service excellence with end-to-end customer solutions. HSBC GTRF serves as a core service provider for Commercial (CMB) and Global Banking (GBM) customers.

The role of the Client Service Associate / Ops Controller is to be responsible for liaison/communication with our colleagues in the GSC sites in Chennai & Colombo.

Key responsibilities in relation to GSC liaison will includ:
· Regular communication including chairing monthly meetings with offshore assistant managers (AMOs) discussing common issues, and site performance.
· Providing feedback on quality issues to appropriate GSC staff.
· Reviewing GSC processes in order to identify and implement efficiency gains.
· Ensuring global standards such as data protection and financial crime checks are consistent with UK and wider bank practices
· Additional responsibilities will include :
· To manage and co-ordinate the daily workflow of the client operations team in a timely and effective manner enabling key deadlines to be met successfully each day. This role is a support role for the Operations teams and the Operations Team Managers to assist the area to meet & exceed financial, service risk and people targets
Your responsibilities will include:
· Ability to satisfactorily deal with more complex queries and giving feedback where required
· Assist Team Manager with maintaining staffing levels appropriate to work volumes within agreed budgets, to meet the service needs of the department
· Assist team in process re-engineering to drive efficiency and sustainable cost savings
· Ability to satisfactorily deal with more complex queries and giving feedback where required
· To communicate effectively with the team, the wider business and external customers including promotion of the team to wider business.
· To continually consider the FCA's principle of ‘Treating Customers Fairly' (TCF) ensuring customers are at the heart of everything we do.
· To support team in meeting/exceeding set quality scores"
· Mentoring and coaching all members of the team.
· Supporting Client operations TMs by delivering a small number of monthly 1:1s to team members as predetermined by Team Manager.
· Developing effective relationships and encourage staff participation/ involvement.
· Actively drive own development. Seek opportunities to grow and develop own knowledge that results in an improved contribution.
· Supporting the team manager in controlling the daily processing activity in order to meet team SLAs.
· To accurately action/authorise additional work i.e. query cheques, copy cheque requests, Currency Conversions, Refund Authorisations, Invoice item transfers and ID in house transfers.
· Assist Team Managers to ensure robust controls are in place to maintain HSBC internal control standards.

Desired profile

The ideal candidate for this role will have:
· Experience working in relevant environment/s, i.e. Commercial banking
· Experience working in relevant market/context, i.e. Customer services
· Experience of using relevant software packages, i.e. Microsoft packages
· Previous experience of delivering an excellent customer service
· Consistently achieved objectives set for them and taken action to improve their own performance
· Experience of supporting others' performance, enabling them to achieve by providing clear direction, motivation and support
· Both spoken and written communication skills with experience of sharing information effectively, in a clear, concise and professional manner
· Experience of building effective customer relationships which create customer advocacy
The base location for this role is Worthing, Farncombe Road

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.